Technical Support Analyst supporting EcoOnline’s workplace safety and sustainability SaaS customers. Troubleshooting, triaging, documenting, and resolving issues across multiple support channels.
About the role
- Amazon Connect Support Engineer monitoring and troubleshooting AWS-based contact center environments for global IT services company Miratech. Enhancing Splunk and CloudWatch observability, reliability, and production support.
Responsibilities
- Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform
- Collaborate with developers, architects, and platform owners to enforce logging standards and monitoring best practices
- Participate in application design sessions
- Develop end-to-end interaction flows using Splunk
- Troubleshoot production issues and perform root cause analysis
- Implement corrective actions to minimize system downtime and service disruptions
- Work with vendor partners to drive operational improvements and enhance monitoring frameworks
- Develop and maintain CloudWatch dashboards for monitoring redundancy and visibility
Requirements
- 4+ years of overall IT experience with strong exposure to CCaaS environments
- Solid experience in contact center observability, monitoring, and troubleshooting of production systems
- 2+ years of hands-on experience with monitoring tools such as Splunk and CloudWatch
- Practical AWS cloud experience, including Lambda, Amazon Connect, and Application Load Balancers (ALBs)
- Experience with at least one scripting language such as Python or JavaScript
- Excellent communication and teamwork skills with the ability to collaborate across technical teams
- Experience with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms (nice to have)
- Experience with monitoring and observability tools such as Zabbix (nice to have)
Benefits
- Health insurance
- Language courses
- Relocation program
- Remote work flexibility / Work From Anywhere Culture
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Impactful projects for top global clients
- Inclusive and supportive work environment
- Open communication
- Regular team-building company social events
- Sustainable business practices and social sustainability initiatives
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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